State Helpdesk Officer (Abuja)

About this role

The State Helpdesk Officer role in Abuja supports IITA’s Youth Agribusiness Park programme by running the state help desk, providing accurate information on eligibility, procedures and available support to prospective participants, enrolled participants and community members. The role also handles feedback and complaints, supports outreach activities and coordinates with state team members to maintain consistent information and uphold safeguarding standards.

What you would do

• Manage the state-level help desk (in person, by phone and other channels) addressing enquiries from prospective participants, enrolled participants, community members and partners.
• Provide accurate information on eligibility, application procedures, training schedules, Youth Agribusiness Park access and available support services.
• Receive, log and route feedback, questions and complaints, including safeguarding-sensitive concerns, following the programme's mechanism and safeguarding procedures.
• Support outreach and community sensitisation activities to raise awareness, particularly among young women, persons with disabilities and internally displaced youth.
• Maintain an up-to-date log/database of enquiries, referrals and resolutions for reporting and continuous improvement.
• Prepare periodic summaries of help desk activity, common enquiry themes and feedback trends for the State Field Coordinator and PMO.

What they are asking for

• Bachelor's degree or equivalent in Social Sciences, Communications, Development Studies, Agriculture or related field; minimum 2 years in customer service, community engagement, front desk operations or similar public-facing role; NGO or development programme experience preferred.
• Excellent interpersonal, listening and communication skills; fluency in local language(s) and English.
• Basic computer literacy (Microsoft Office) for recording and reporting enquiries.
• Patience, discretion and strong customer-service orientation; ability to handle sensitive or difficult conversations professionally; high integrity and confidentiality.
• Willingness to travel locally within the state/district to Youth Agribusiness Parks and community locations.
• Strong organisational and record-keeping skills; ability to manage multiple tasks and stakeholders; good problem solving and conflict resolution skills.

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